Escalation Lists?

Sorry to come to this very late but don’t think we have this.  Can I be added .(JavaScript must be enabled to view this email address).

Thank you

I’ll send you the current version Amanda. I will put you on the mailing list but I’m not sure there is going to be another one - they’re ‘reviewing’ the way that escalation routes work…

Morning,

Could you please send me the current list?

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Thanks,

Lisa

Daphne,

Please send me the current list:  michael(dot)davidson(at)derbyshire(dot)gov(dot)uk

Daphne,

Is April 2022 the latest version available?

If there is any updated list then can you please send over?

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Many thanks

Hi Michael - yes it is and, unfortuantely, looks like being the last one we’ll get…

DWP are reviewing how they approach escalation - we’re waiting to hear…

Daphne,

Ah, ok, thanks for that!

Cheers

Hi Daphne,

Could I please have a copy of the escalation routes please? Just noticed this thread!

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Daphne - 17 January 2023 03:36 PM

Hi Michael - yes it is and, unfortuantely, looks like being the last one we’ll get…

DWP are reviewing how they approach escalation - we’re waiting to hear…

Hopefully the review will be a good thing with a helpful conclusion.  I’ve long thought that it would be much easier to have Escalation Point email addresses or phone numbers which stay the same even if the people responding are different.  That way the DWP could allocate the numbers and email addresses as required internally without us poor souls having to search for the most up-to-date information.

Of course it only works if there’s the resources at the DWP end to deal with the enquiries…....

Fingers crossed Mairi :)

Hello , please can I be sent a copy of the latest escalation contacts? My email is .(JavaScript must be enabled to view this email address). Thank you.

I have just had an email returned as unsent
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This email is given on the North West Complaints Resolution team contacts list from DWP.

Daphne I would be very glad if you could send me the latest escalation contacts list?

Thank you.

Sorry I missed seeing this last week - you have it now :)

HI Daphne,

Please could I be sent a copy to:

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None of the routes we historically used seem to achieve any response of late (Advanced Customer Support etc) :(

Huge thanks,

Suzanne

HI Suzanne - I’ve emailed but it’s pretty out of date now I’m afraid

Could I have a copy of the list as well please. Appreciate some of it may be out of date, but desperate now for another route in to try to get an issue resolved. 

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Hi change of email address and now I have lost the PDF of escalation contacts is it still available on here Please

Memphis - 09 February 2023 01:33 PM

Hi change of email address and now I have lost the PDF of escalation contacts is it still available on here Please

If you let me have your new email address I can get it sent over :)

Marie CA - 08 February 2023 05:55 PM

Could I have a copy of the list as well please. Appreciate some of it may be out of date, but desperate now for another route in to try to get an issue resolved. 

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sent :)

Hi Daphne
It is .(JavaScript must be enabled to view this email address)
Thank you

Thanks Paul - sent

Any news Daphne on whether there will be another edition or some sort of alternative? It seems fairly crackers for them to abandon the concept entirely (though that hasn’t stopped them doing stupid stuff before!).

I bring it up pretty regularly - I don’t think it’s high on their agenda. But I’ll send up another email now just to keep it in their minds1

Thanks Daphne for continuing to beat against the brick wall formerly known as the DWP!

Response from DWP -

Thank you for your query regarding Escalation lists.

This is still work in progress, but our objective is to create a solution that is effective, doesn’t require constant updating, can be measured and is future proof. We are currently analysing the call volumes into each area represented in the current list. This will give us an indication of where the biggest escalation challenges are and help set the priority for the solutions. Unfortunately, we are not able to give a timescale for the roll-out, but we are aware that it has been a long time since the list was updated and we are working as quickly as possible.

I have replied pointing out that call volumes may not be indicative of need as list is so out of date!

Hi, I’ve been trying for six months to get arrears of the Severe Disability Addition paid to a client already on GPC. To date, we have written to the Pension Service, contacted the Partnership contact and the complaints email address, all with no response.

Today I have phoned the escalation contact ... but calling the number routed me to the Pension Credit new claims line. I am losing my will to live.

Next step Advanced Customer Support, although the last time I used this for another client, there was no response either.

Any ideas gratefully received. MP?

Hi ECK - given that you’ve exhausted pretty much every avenue, if you DM/email me the details I’ll send it up via the stakeholder forum.

MP is another option too

Hi Daphne, thanks for your response. I’ve emailed Advanced Customer Support today so I suppose I should give them a week to reply. I will definitely contact you directly if I don’t get a response.

Hi,

Just wondering if DWP have provided any further guidance re routes given that no reponse received any more from Advanced Customer Support/Insight even to individual SSLs.

Thanks in advance,

Suzie

Hi Suzie

I haven’t heard anything despite asking regularly! Will update if I hear anything